• Meet all Client Service Level Agreements (deliverables)
• Ensure the team understands client specific training requirements / needs etc.
• Analyze performance results of the team and implement process improvements
• Determine appropriate staff levels and implement strategies to ensure efficient operations
• Work with support departments to ensure staffing strategies are effectively executed
• Support the data collection for billing process, billable/non-billable hours & preparation of Invoice
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client updates to direct reports within specific timelines and keep record for such updates
• Act as single point of contact for the team leads for all their client and team member needs and create a harmonious work environment
• Escalate performance related issues with respect to his TL to management in a timely manner.
• Escalate client complaints to Ops Head and resolve escalated customer issues, CAPA to be followed.
• Performs any other duty assigned by respective Ops Head
• Act as authorized person for sanctioning team leads leave thru HRIS
• Responsible for day-to-day functional supervision of each team, including productivity of the team, quality %, track absenteeism of the team and encourage team leads to complete performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
• Ensure that the team’s adherence to QMS and ISMS standards like ISO 9001:2000 and ISO 27001.

SKILL SET:

• Preferably Total 5-8 years of experience in the BPO\Healthcare
• Graduate of any Bachelor's degree preferably in Life Sciences
• Preferably minimum 5 years of managerial experience

Candidate Profile:

• Excellent leadership and interpersonal relationship skills
• Strong process management and planning skills
• Embraces change and thinks operationally to achieve business goals
• Proven process improvement experience